Support Desk Analyst (First Line)

*Please note, this role is on a 6 month FTC

Are you an IT Support professional with experience providing first-line technical support to users?

Would you like a role where you can make a real difference supporting colleagues across a national healthcare organisation?

BPAS are looking for a First Line Support Desk Analyst to join our IT team. In this role, you will provide first-line IT support and guidance to colleagues across the organisation, helping to resolve technical issues and ensuring users receive a responsive, customer-focused service. You will also provide administrative support to help maintain the smooth day-to-day running of IT Services.

As a First Line Support Desk Analyst, you will be the first point of contact for IT support queries across BPAS. You will work closely with colleagues within the IT team to ensure issues are logged, managed and resolved effectively, whilst maintaining a high standard of customer service.

This is a hybrid role, with a requirement to work 2 days per week from the office and 3 days from home, with flexibility to meet business needs.

Main duties of the job

  • Providing first-line technical support across the organisation
  • Logging, tracking & updating support tickets to ensure timely resolution
  • Escalating unresolved issues through the appropriate channels
  • Supporting the administration of user accounts, mobile devices & telephony services
  • Working with the IT Admin team & external suppliers to coordinate the delivery, installation & maintenance of IT equipment
  • Assisting with the maintenance of IT hardware and software asset records
  • Supporting audits, software licensing compliance & warranty management activities
  • Providing general administrative & clerical support to the IT Services team
  • Identifying & escalating potential Information Governance & Cybersecurity concerns where appropriate
About You You'll be a proactive & customer-focused IT professional with excellent communication skills & a genuine desire to help users resolve technical issues. You'll be organised, methodical & able to manage competing priorities whilst maintaining a high level of service.

We're looking for someone with:

  • The equivalent of an HNC/HND standard of education or at least 1 year's experience in an IT support environment
  • Experience providing user-facing IT support
  • Good working knowledge of Microsoft Windows 10/11 & Microsoft 365 applications
  • Strong administrative, organisational & time-management skills
  • Excellent verbal communication & customer service skills
  • A full driving licence & the ability to travel to other BPAS locations when required
About us The British Pregnancy Advisory Service (BPAS) is the UK's largest independent reproductive healthcare charity, providing evidence-based, not-for-profit reproductive healthcare. We work mainly on behalf of the NHS, offering abortion care, contraception, and STI testing and treatment across the country. When you join BPAS, you become part of a values-driven organisation where compassion, professionalism, and choice guide everything we do. You will help remove barriers to safe reproductive care while supporting people to make informed choices about their health and futures.

Working with us - benefits include:

  • 34 days annual leave (including bank holidays)
  • Life assurance at 3 salary
  • Defined contribution pension scheme
  • Access to GP 24/7, 365 days a year
  • MyMindPal mental fitness app and 24/7 counselling support
  • Online discounts, discounted gym membership, and other lifestyle benefits
  • Family-friendly policies to support work-life balance
Safeguarding, Equality & Diversity BPAS is committed to safeguarding and promoting the welfare of everyone who uses our services, and all staff share this responsibility. Recruitment follows safer-recruitment principles and includes appropriate pre-employment checks.

We actively welcome applications from people of all backgrounds, identities, and experiences. We are proud to be an inclusive employer and will make reasonable adjustments to ensure a fair and accessible recruitment process for all candidates.

Job description The full job description and terms and conditions of the role can be found on the right hand side of the NHS Jobs advert, under supporting documents. These are available for you to download and review.

Further Information

We may close this advert early if we receive a high number of suitable applications, although we aim to keep it open long enough to ensure a diverse and representative applicant pool.

If you have any questions about the role or require adjustments to support your application, please get in touch, we are happy to help.

Salary £30,682 - £33,264 per year, depending on skills and experience

Contract 6 month fixed term

Hours 36 per week

Shift Pattern Typically Monday to Thursday 08:00 - 16:00 | Friday 08:30 - 14:30 with some flexibility to cover the core service desk hours (7am-6pm) - this will communicated in advance where possible

Location Hybrid with 2 days per week at our Head office in Leamington Spa CV34 6RQ and 3 days from home

Values & eligibility All applicants must be pro choice and support a woman's right to choose, in line with BPAS values and mission. Applicants must have the legal right to work in the UK at the time of application. Unfortunately, we are unable to offer visa sponsorship for this role.

Application outcome If you do not hear from us within two weeks of the closing date, unfortunately you have not been shortlisted on this occasion.

References & pre-employment checks All offers of employment are conditional on satisfactory pre-employment checks. Applicants must provide three years of employment references, including reasons for leaving and details of any gaps in employment.

Pay: £30,682.00-£33,264.00 per year

Benefits

  • Company pension
  • Enhanced maternity leave
  • Free parking
  • Life insurance
  • On-site parking
  • Sick pay
  • Work from home
Application question(s):
  • Do you support a women's right to choose abortion?
  • Are you the family or friend of a current BPAS employee? If yes, please state the name and the nature of the relationship.
  • This role is for 36 hours per week Monday-Friday. You will be required in the office 2 days per week, can you travel to our Head Office in Leamington spa (CV34 6RQ)?
  • Are you aware this role is on a 6 month FTC?
  • What is your current right to work status? British Citizen, IDLR, Visa etc
Work Location: Hybrid remote in Warwick CV34 6RQ
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